These tickets are so called because of their origin as small cards within a traditional wall mounted work planning system when this kind of support started. They are commonly created in a help desk or call center environment and almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user's issue or request. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".Ī ticket element, within an issue tracking system, is a running report on a particular problem, its status, and other relevant data. An issue tracking system is similar to a "bugtracker", and often, a software company will sell both, and some bugtrackers are capable of being used as an issue tracking system, and vice versa. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. "An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. This BPMN (Business Process Model and Notation) diagram sample illustrates the issue tracking system workflow.
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